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| - I am in the travel and tourism industry and I manage the Quality Assurance Department. As a business executive I believe in the old saying that "Their's only one chance to make a first impression."
To start, I called the hotel to request for the shuttle service to pick up a party of two. The telephone rang at a minimum of 20 times before I was automatically transferred to another line. That extension rang at least as many times. Keeping in mind, at no time was I ever greated by a person or greeting. The only reason I know that the phone system was transferring my call is the change to the actual ring sound. The person that I happen to be traveling with had the same problem.
The van driver was extremely helpful and very apologetic for the inconvenience. He was extremely busy with a full van of guest waiting to be taken to the hotel as well as guest waiting for him to return after dropping us off.
Embassy Suites has long been part of the Hilton branded family. Part of the Hilton branding that Hilton Honors have come to rely on is "The Branding". Rather you're a guest at a Embassy Suites, Double Tree, Waldorf Astoria, Hilton Hotels you expect a certain standard level with their full service properties.
This is my second stay at this property and honestly I had hoped that I would see an improvement over my last stay. Unfortunately, that just didn't happen. The bar closed before 10 pm. For a business hotel and a weekend for that matter it is expected that a full service branded hotel would have a bar available for travelers coming in late.
The restaurant is just a total flop. Honestly, its not representing the Hilton Honors very well. With the current trend in concept kitchens and highly skilled chefs the property could really step up there game. As an example, The Knife in Dallas set up in a hotel in Dallas. The Knife is booked in advance and Tsales out every Fri, Sat, and Sunday night. The week nights are equally as busy however they cater to the business traveler.
The Knife has turned this hotel around over night and the hotel has really used this as an opportunity to rebrand themselves.
Back to the bar. Currently the bar is located on the fourth floor and honestly has no visual appeal and the bar tenders are your standard low quality servers. Ask them for anything special and they either don't know how or don't have the product.
Hilton has just started to really understand the trend and the financial rewards of having a upscale bar with highly skilled mixologist. Trust me, there is a huge difference between a bartender and a mixologist. This is another area that the hotel really needs to think about if this property is ever going to survive. The "hut" just off the pool is a perfect space.
My last issue is with the property over all. It's a short ride from the airport which is extremely convenient. The hotel has done a maker which has improved the hotel interior. I have built up a reputation of being tough when it comes to my standards as a QA inspector. Again, your first impression is everything. The property is in need of redesign from the bottom up. It is obvious from the minute you pull up that the property itself has been here since the 70s if not longer. The windows need to be pulled and replaced throughout the property. The interior and exterior doors all need to be replaced. The rooms are all clean and well kept. However the bedroom furniture is extremely outdated. The bathrooms all need to be given a total remodel and reconfiguration. When this is done that means everything. Nothing makes a remodel look bad than bathtubs that have been reglazed, AC vents that should have been replaced years ago and the bathroom sink in the bedroom. Do the remodel right or don't do it at all. Nothing sends a signal that the property is unsafe faster than bars and gates everywhere. This is another issue that could be addressed with the architect. They could really bring this dated property back to a very trendy and metro establishment.
Overall, it was a great price and reasonable accommodations.
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